Mortgage Customer Servicing Officer IND

Responsibilities

• Handling incoming and outgoing telephone calls from both existing and prospective customers and dealing with all queries in a professional manner.
• To demonstrate an all-round knowledge of the company’s products
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Contributes to team effort by accomplishing related results as needed.
• To ensure the timely communication of information to colleagues and line management
• Adherence to legislative regulatory and compliance standards.
• 100% attendance on all the company’s mandated trainings.
• Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.
• To respond to all enquiries, whether received by telephone, in writing, by e-mail or made in person efficiently, professionally and within any specified timescales.
• Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.
• To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies  etc..
• To ensure the timely communication of information to first line manager.

Experience

• 1 to 3 years of overall experience is essential
• 1 year experience working in an international call centre environment, undertaking a voice process is essential
• 12 months previous experience working within the financial services industry is desirable

Knowledge

• Intermediate level skills in Microsoft Word and Excel are essential
• Basic knowledge of UK mortgage and/or savings products is desirable

Skill and Competency Requirements

• Attention to detail and ability to learn and adapt quickly is essential.
• Intermediate level skills in respect of verbal & written communication are essential.
• Intermediate level skills in respect of the ability to self-manage are essential.

Qualifications

• SSLC qualification is essential
• PUC qualification is essential
• Graduation in commerce stream is desirable

Responsibilities on Information Security Management System (as per ISO 27001 Certification Requirements)

• Ensure strict adherence to company’s security policies and procedures (for ex: Password policy, clear screen and clear desk policy, etc.)
• Take ownership of all the assets/information assigned and secure it in compliance with ISO 27001 standard implemented in the company.
• Co-operate and co-ordinate for the internal audits conducted in the company (complying to ISO 27001 standard).
• Report to the Incident Response Manager, any incidents you come across in the office with regard to Security threats like threats to physical asset & stored information or any risks detrimental to the Security Policies of the company, etc.,.
• Responsible to supervise in ensuring that all personnel reporting to you shall observe all Security requirements and be appropriately trained in Security.